Infrastructure Support Specialist

Workana LLC; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote Latin America

Full-time engagement – 40 hours per wk

Exposure to global teams and mission‑s

Structured selection process with HITS

Job summary

Workana seeks an Infrastructure Support Specialist to provide remote, high-availability network and communications support for enterprise environments. You will diagnose incidents, manage changes, and collaborate with global teams while adhering to ITIL processes.

The ideal candidate has 3–5 years of infrastructure experience, Cisco equipment skills, TCP/IP knowledge, and strong English communication. This is a full-time role based in Latin America with 24x7 support readiness.

Qualifications

• 3 to 5 years of infrastructure support, network operations, or similar roles.
• Hands-on experience configuring Cisco equipment.
• Strong knowledge of LAN/WAN networks, TCP/IP, OSI model.
• CCNA or equivalent knowledge.
• Experience with traffic capture and protocol analysis tools.
• Experience with large-scale network monitoring tools.
• Familiar with ITIL Incident/Problem/Change management processes.
• Excellent English communication, written and verbal.
• Availability for 24x7 support and on-call rotations.

Responsibilities

• Provide remote technical support for network and communications infrastructure.
• Diagnose and resolve incidents related to LAN/WAN networks, connectivity, and equipment.
• Support local and remote teams with configuration, upgrades, and maintenance activities.
• Collaborate with network engineers, global operations teams, clients, vendors, and stakeholders.
• Perform advanced troubleshooting using packet capture tools and protocol analysis.
• Monitor network infrastructure performance using large‑scale monitoring tools.
• Manage incidents, problems, and changes following ITIL best practices.
• Create and maintain technical documentation, operating procedures, and support records.
• Prioritize multiple simultaneous incidents while meeting SLAs.
• Communicate technical concepts clearly to both technical and non‑technical users.

Skills

Cisco equipment

LAN/WAN

TCP/IP

CCNA

ITIL processes

Incident management

Change management

English proficiency

On-call rotations

Education

Technical degree in MIS/CS/IT

Tools

Cisco switches/routers

Traffic capture tools

Network monitoring tools

Packet analysis tools

Job description

We are looking for an Infrastructure Support Specialist to provide technical and operational support in high-availability enterprise environments.

This role is focused on supporting network and communications infrastructure, troubleshooting incidents, maintaining connectivity services, and collaborating with local, remote, and global technical teams. The ideal candidate has solid experience in network operations, Cisco environments, incident resolution, and support processes within corporate or mission-critical environments.

This is a remote, full-time position for professionals based in Latin America . Advanced English is required and will be assessed during the interview process.

Responsibilities

• Provide remote technical support for network and communications infrastructure.
• Diagnose and resolve incidents related to LAN/WAN networks, connectivity, and networking equipment.
• Support local and remote teams with configuration, upgrade, and maintenance activities.
• Collaborate with network engineers, global operations teams, clients, vendors, and cross‑functional stakeholders.
• Perform advanced troubleshooting using packet capture tools and protocol analysis.
• Monitor network infrastructure performance using large‑scale monitoring and management tools.
• Manage incidents, problems, and changes following ITIL best practices.
• Create and maintain technical documentation, operating procedures, and support records.
• Prioritize multiple simultaneous incidents while meeting established SLAs.
• Communicate technical concepts clearly to both technical and non‑technical users.

Requirements

• Technical degree or studies in Management Information Systems, Computer Science, Business Administration, Communications, or a related field.
• 3 to 5 years of experience in infrastructure support, network operations, or similar roles.
• Hands‑on experience configuring, administering, and troubleshooting Cisco equipment.
• Strong knowledge of LAN/WAN networks, TCP/IP protocols, networking technologies, and the OSI model.
• Experience configuring and troubleshooting Cisco switches and routers.
• CCNA certification or equivalent knowledge is highly valued.
• Experience using traffic capture tools and network protocol analysis tools.
• Experience with large‑scale network monitoring and administration tools.
• Knowledge of ITIL processes, including Incident Management, Problem Management, and Change Management.
• Strong analytical skills and ability to solve complex technical issues.
• Ability to work under pressure and manage multiple priorities.
• Excellent verbal and written communication skills in English.
• Ability to interact with clients, vendors, managers, engineers, and stakeholders at different levels.
• Service‑oriented mindset, attention to detail, and strong follow‑through.
• Availability Availability to participate in a 24x7 support operation.
• Ability to respond to incidents within established SLAs, with expected response times between 4 and 8 hours.
• Previous experience with on‑call rotations, critical support, or standby support is a strong plus.
• Stable internet connection and an adequate remote work setup.

Benefits

• Remote work from Latin America.
• Full‑time engagement, 40 hours per week.
• Opportunity to work in enterprise‑level infrastructure environments.
• Exposure to global teams and mission‑critical network operations.
• Collaboration with HITSS and the final client through a structured selection process.
• Long‑term professional growth in infrastructure, networking, and technical support operations.